the bogart blog

Goodbye, Best Buy

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Disgusted with Best Buy, I would recommend you read this email I sent to them, and I would also recommend that you stop going to Best Buy and stop supporting this company.

Good Afternoon,

Let me start off by saying that I have been a Best Buy customer for the past decade.  My wife and I have purchased almost all of our electronics through Best Buy since we were in college.  Two televisions, an iPad, two iPhones, an iMac and a MacBook Air, on top of many other purchases.  That being said, I will NEVER do business with Best Buy again.

On June 20, 2013, I purchased two pairs of “PowerBeats by Dr. Dre” for my wife and I, so that we could use these headphones while working out.  Today isAugust 1, 2013.  42 days later, and $320.00 later as well, and the volume key does not work on either pair of headphones.

Now this is not where the problem lies, the problem lies in the way that Best Buy’s customer service treats this issue.  I went to the same store I purchased the headphones from (Store #1028, 529 5th Ave, New York, NY 10017).  The first lady I spoke with at the Customer Service desk told me that, “This is a known issue with these headphones and that is why we offer the warranty.”  So, I guess that taking a customer for $150 on headphones is not enough, we also should buy a warranty to protect that $150 pair of headphones for longer than 15 days.  Also, if this is a known issue, why did the representative who sold me the headphones not tell me this when I was making the purchase?  Wouldn’t that be good information to tell someone who is about to spend $300+ on headphones?  That “In a month, you won’t be able to use the controls on these headphones, but it’s a known issue, and if you pay more money for the Geek Squad protection, we’ll replace it for you!”

I then spoke with the manager, who said that there was nothing you as a company could do.  Which I find hard to believe, that a multi-billion dollar company, cannot take care of this problem in store.  The manager of the store also told me, “This is a known issue and that’s why we have the warranty.”  Needless to say, I am disgusted by the way your company reacts to a $300 sale, I know it may not mean much to you as a company, but $300 certainly means a lot to most of your customers.

My wife and I will be paying off our Best Buy credit card, closing the account and terminating our relationship with your company as a whole.  I’m very disgusted with the way your company would treat a customer who’s spent quite a bit of money with your company, and I look forward to taking my business elsewhere, to companies that actually care about the customers that do business with them.

Sincerely,

Dave Bogart

I’m done with you, Best Buy.  Thanks for nothing.